1 / 19

Distribution Partner Return Process

Distribution Partner Return Process. Presenters Name. Agenda. SITECH Startup Training - Distribution Partner Return Process Remedy What is it? How does it work? Regional Fulfilment Center Summary Return Material Autorization (R.M.A). What is Remedy?.

stash
Download Presentation

Distribution Partner Return Process

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Distribution Partner Return Process Presenters Name

  2. Agenda • SITECH Startup Training - Distribution Partner Return Process • Remedy • What is it? • How does it work? • Regional Fulfilment Center • Summary • Return Material Autorization (R.M.A)

  3. What is Remedy? • Trimble´s Customer Relationship Management system • Distributors/End customers can send their requests for • Returns (Order Fulfillment) • Exchanges (Order Fulfillment) • Complaints (Separated & Assigned based upon type) • Questions (Separated & Assigned based upon type) • Support issues (Separated & Assigned based upon type) • Trimble can handle all feedback in a quicker way and solve all customer related issues effectively • Trimble captures and stores all information for further action, tracking and continuous improvement

  4. How does it work? • Support Requests can be submitted on the Trimble Partners website or at: http://support.trimble.com • For questions about repairs, assistance to repairs, Warranty Claims please email to repair_services@trimble.com • Automatic confirmation for follow up via email

  5. Regional Fulfillment Center (R.F.C.) • One point of contact for the whole region • Trimble partners receive only one single invoice and shipment, regardless where the products are produced • Important advantages being faster deliveries and increased visibility and quality of the complete order fulfillment cycle

  6. Americas Regional Fulfillment Center (A.R.F.C.) • Address: Trimble Navigation Ltd. 5475 Kellerburger Road Dayton, Ohio 45424 • Responsibilities: • USA • Canada • Central America • South America • Asia / Pac (Except China)

  7. European Regional Fulfillment Center (E.R.F.C.) • Address: Trimble Europe B.V. Meerheide 45 5521 DZ Eersel The Netherlands • Responsibilities: • Europe & Russia & CIS • Middle East • Africa

  8. Summary • Support Requests & Warranty Claims can be submitted at: http://support.trimble.com • For questions about repairs, assistance to repairs, Warranty Claims please email to repair_services@trimble.com • Any request goes into Remedy • Any issue which is not in Remedy does not exist • Any return to the Regional Fulfilment Center or Regional Repair Center must be identified by a return number

  9. Return Material Autorisation (R.M.A.) • R.M.A. is divided in: • Defective Product Return (D.P.R.) • Misshipment (M.S.R.) • Sales Return Autorization (S.R.A.) • Service Work Order (S.W.O.) • Dealer Warranty Claim Request (D.W.C.R.)

  10. Defective Product Return (D.P.R.) • Types: • Replacements with approval • Non-repairable goods • New Product introduction (N.P.I.) • Multiple time failure • Product failure within 30 days from delivery

  11. Defective Product Return (D.P.R.) • D.P.R. gets recognized by Trimble Service & Support • D.P.R. number will be send out • Distribution partner sends in the product with the D.P.R. number • Distribution partner has 45 days to return the product to the R.F.C. • Replacement product will be ordered with a Replacement and Return Order

  12. Misshipment (M.S.R.) • Types: • Damaged shipment • Delivery to wrong address or customer • Duplicate Shipments • Miss-shipment (wrong part number) • Over-shipment (wrong quantity) • Short-shipment (wrong quantity) • Used or old product • Wrong or missing component or kit item

  13. Misshipment (M.S.R.) • M.S.R. gets recognized • M.S.R. number will be send out • Distribution partner sends in the product with the M.S.R. number • Distribution partner has 30 days to return the product to ther R.F.C. • Distribution partner will get credit memo once the product has been returned

  14. Sales Return Autorization (S.R.A.) • Types: • Inventory returns of products • Needs approval from the Regional Sales Manager • Return of Trade-in items • Process: • S.R.A. number will be generated • Item will be send back • Credit note or new invoice will be created

  15. Service Work Order (S.W.O.) • Types: • for all items which need to be send in to the Repair Center for repair • Process: • S.W.O. number request • Distribution partners online on Trimble Partners • Customers via email to repair_services@trimble.com • S.W.O. number gets created • Product will be send to Repair Center together with the S.W.O. number

  16. Service Repair Centers Trimble Navigation, Ltd. Regional Service Center 5475 Kellenburger Rd. Building 1, Door 6 Dayton, OH 45424 United States Trimble Germany GmbH Am Prime Parc 11 D – 65479 Raunheim Germany Trimble Navigation, Ltd. Regional Service Center 311 Fute Road (M.), 3/F Wai Gaoqiao Free Trade Zone, Pudong, Shanghai China,  200131

  17. Dealer Warranty Claim Request (D.W.C.R.) • Types: • Warranty claims for product repairs • Must be submitted within 60 days after repair • D.W.C.R. invoices must be send to the Regional Fulfillment Center within 30 days from D.W.C.R. generation

  18. Contacts For all contact details please see also: • Support Services: • http://www.trimble.com/technical-support.aspx • Repair Services: • http://www.trimble.com/Regional-Service-Centers.aspx

  19. Thank you

More Related